Boot Solutions Hakuba - Hakuba, Kitaazumi District, Nagano

Troy Hung

From HELP to HELL. Never expect to be utterly disrespected during boot fitting.

The story began with a loose boot. I purchased a StepOn in Burton Tokyo and couldn't wait to try them out in Hakuba, however, the comfortable fit boot turned out pretty loose when I started riding on the snow. Therefore I reached out to Boot Solutions as recommended by the snowboarding instructor.

The experience of the first visit was great. I was served by a Japanese staff and multiple pads with different thickness were added to the ankle according to my need and feedback, and the modification was done in multiple rounds. I felt listened and understood even the Japanese staff wasn't fluent in English communication. The price was 4800 yen for around 30 minutes of service and thus I also purchased a boot heater from the store since I felt like they had done me a great flavor. I was told to try the modified boot out first and then come back again for adjustment. And the adjustment cost would probably be around 2000yen, said by the Japanese staff.

After 3 more days of riding, I figured out which part of the boot I would like to further enhance in order to make it more tight. So I booked the service again on my last day in Hakuba. However, that's the beginning of my nightmare.

I was served by the "Master" James, who seems to be the most experienced guy in the store, although I was expecting to be served by the same Japanese staff. I told James how I felt about the boot and what I needed in order to make it fit my feet more. After he further checked my feet and the boot, he started to put on multiple thick pads quickly. The process was so fast and he made decisions without communicating, and I couldn't get much advice from James. During the modification process, James just gave me a huge attitude: I don't want to help and I'll make you pay.

Highlights of what he said:
"I feel embarrassed about putting so many pads on your boot"
"I can do whatever you want, but I will just charge you accordingly"

He even wrote with a marker "the boot is too big" on the additional insole before slapping it onto my boot

This is the most horrible experience I have ever had. If the boot isn't worth further modification, I prefer getting this advice ahead and not spending money on it. I didn't need this humiliation in order to understand that this boot I newly purchased is not my perfect size, and even pay a ridiculous price to be treated like this.

When James just kept adding a lot of thick pads in multiple locations at the same time, I had a hard time actually feeling the boot getting better or not. He never gave me the chance because he made all the decisions himself without actually communicating with me. I didn't feel like any proper communication was done during the whole process, and I didn't feel like James wanted to serve. It felt more like watching him throw a tantrum.

In the end, I was mostly stunned, and decided to end this service even tho the boot wasn't really modified in the way I was looking for. What hit me at the end, was the ridiculous price. I was charged 28500 yen, very very far from the 2000 yen enhancement I was expecting, not to mention I didn't actually get the boot modified to a certain extent that I needed.

This was an experience in hell. I peeled off the unfitting thick pads (they cost 6000 yen according to the receipt) immediately after two rides in the afternoon, which simply goes to show how much James' 'service' was completely unprofessional and simply useless. James might be the most experienced boot fitting guy in Hakuba, but he is definitely the rudest western guy I have ever met in my life.

Justin Miltenyi

Precise, professional, and pleasant. Meena did a heat mould on my boots that improved my riding experience 10 fold. Highly recommended!

FarEastFurqans

The ONLY place to get your boots for the mountain. Whether you’re in Hakuba to ski or ride, you WANT and NEED to go in to see Josh. This isn’t assembly line shoe purchasing. This is individual treatment, one on one customer service and a relationship. This QUALITY customer service that, while in the upper price range, can be considered an investment. You’ll ski/ride better, longer, in more comfort and will have your boots for YEARS!! Barring damage or a growth spurt. You won’t regret it.

Bronny Wilson

Fantastic experience. James was an absolute master and helped get me into boots that fit perfectly and are moulded to my feet.
The next day I had the best day of riding I’ve ever had, so much more control and balance. It was a different world!

James Rushworth

Bought my very first pair of ski boots and got them fitted by Josh in January 2023. They know their stuff and came away having had an awesome experience (the craft beer helped!) and a very comfortable pair of new boots! Now just need more time on them slopes!!!

Soness Stevens

Closest to Tokyo to get custom boot fitting. Bonus: English speaking. Developed a bunion this season and needed to get some custom work on Burton Step-On boot which is supposedly difficult to adjust — except Henry did it! He carefully checked my feet. Gave a plan of action, did an easy pain-free mild heat stretch to the boot and it fit! If I needed more custom orthotic then I could come back, but he was honest and said to try a cheap adjustment first. It worked!
Highly recommend!!!

Stewart Harvey

I have had a hard time getting rental boots that fit my rather oddly shaped feet. I am usually in more than a little pain, and often loose toenails later. This year I attempted to fix this by buying my own boots, but having visited outlets in both Sydney and Tokyo who didn't have anything they could do for me, (but to be completely fair they both tried hard), I had all but given up and decided that it was going to be same as usual, poorly fitting rentals. But, I found a brochure for boot Solutions in the lodge and thought that should give them a try as a last resort. Very knowledgeable staff, worked hard to achieve a custom fit, and didn't charge a bomb. I am more than happy to recommend this business to anyone, like me, who doesn't have off the shelf feet, go give them a try.

kadeka owns

They saved our lives and our ski trip 🙂
We had an appointment with Joshie, my girlfriend needed a boot stretch and I wanted some adjustment to my liner.
What can I say, the experience was awesome all the way through. Joshie is a really nice and funny guy and made our
appointment a very pleasant experience. I felt like we got just what we needed, the work was done on the spot but with a lot of
explanation of what certain adjustments will do to your foot and the skiing and why they will improve your foot comfort. Joshie has 25 years of experinece boot fitting, so he definitely knows his stuff. Will recommend 100%, if you need adjustment to your boots or have troubled feet skiing/snowboarding, go there and they can help you out for sure. Thanks Joshie!